Customer Support Officer (Sales Background) at Smash Technology

Key Roles and Responsibilities
Customer Support Duties:

• Respond to customer inquiries via phone, email, chat, or in person.
• Resolve customer complaints and provide timely solutions.
• Process orders, returns, refunds, and account updates.
• Provide accurate information about products, services, policies, and procedures.
• Maintain customer records and document interactions in CRM systems.
• Follow up with customers to ensure satisfaction and issue resolution.
• Escalate complex issues to appropriate departments when necessary.

Sales Duties:

• Identify customer needs and recommend suitable products or services.
• Upsell and cross-sell products to existing customers.
• Generate leads from customer interactions and referrals.
• Meet individual and team sales targets.
• Prepare quotations, proposals, and pricing information.
• Convert inquiries into sales opportunities.
• Support marketing campaigns by promoting offers and new products.

Relationship Management:

• Build and maintain strong customer relationships.
• Increase customer loyalty and retention.
• Gather customer feedback and share insights with management.
• Serve as a bridge between customers and internal departments.

Administrative and Reporting Tasks:

• Update customer databases and sales records.
• Track customer service metrics and sales performance.
• Prepare reports on customer issues, sales activities, and trends.
• Ensure compliance with company policies and service standards.

Skills Required:

• Excellent communication and interpersonal skills.
• Customer service orientation.
• Sales and negotiation skills.
• Problem-solving and conflict-resolution abilities.
• CRM software proficiency
• Time management and multitasking.
• Active listening and empathy.
• Ability to work under pressure and achieve targets.